Complaints
This profile includes complaints for Mazuma Credit Union's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 22 total complaints in the last 3 years.
- 9 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:04/30/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Substandard banking resulting in fraudulent activity on account of an elderly person. The months of activity were September 2024 to January 2025. I filed a complaint with Mazuma, which was to be turned into the head office. I haven't gotten a response, and no return calls. I am the beneficiary of the account of my late mother (********** ********). As of the end of August, the said account had a balance of $30,833.41, but when I went to withdraw the money to pay for her burial and other things, there was a mere $3,149.59 in the account.
Business Response
Date: 05/05/2025
Thank you for bringing this to our attention.
The Credit Union takes fraud seriously and has various fraud prevention measures in place. Members are advised that it is their duty to report errors or problems to us with reasonable promptness. Mazuma did not receive any report from the Member stating unauthorized transactions were occurring on the account.
Our records indicate that Mrs. Miles was informed in February of this year that there were no dispute rights regarding the transactions on this account after a review had taken place by the Credit Union. No follow up communication has been received by Mazuma in this matter after the account was closed in early February.Customer Answer
Date: 05/27/2025
I am very disappointed with the response from Mazuma Credit Union. This account was my mothers an 83 year old and she was diagnosed with stage four cancer in June 2024. For several years or so she had been putting funds into a savings account for her funeral/burial and to leave what was left to her children (a little change as she would call it). ********** ******** (my mother) died on January 24, 2024 and she made me the beneficiary on that account. Upon going to retrieve funds and they were not there hurt our family terribly. I had to borrow money for her funeral and had to cremate my mother. I received copies of her account from the month of June 2024 to January 2025. ******* ***** at the Troost branch did paperwork and was to send it to the (higher ups) for refund of missing funds. There was a report of this turned over to the Fraud Dept. with the police the same day. In closing there was more money that was deposited into her account and fees in which I am not requesting.
Business Response
Date: 05/30/2025
Thank you for the opportunity to respond to ******* concerns.
We have spoken o ***** and let her know that upon the receipt of her inquiry; our team conducted a thorough review of the account activity in question. We confirmed with the Independence Police Department that the transactions, which occurred prior to the passing of the account holder, were carried out by an individual known by the family.
We also informed ***** that as a beneficiary on the account, she does not have authority to act on behalf of the deceased account holder or authority to dispute account activity prior to the passing of the account holder. Only a court-appointed legal representative—such as an executor or administrator—has legal standing to pursue action on the estate’s behalf.
Because the transactions occurred prior to the account holder’s death we are unable to offer any adjustments or credits at this time.
We take all concerns of fraud seriously and remain open to reviewing any new information or documentation that may warrant further investigation. Should ***** be appointed as the executor or administrator of the estate, we would be happy to work directly with her or her legal representative to address any additional questions or concerns.
We sincerely regret any frustration or distress this situation has caused and offer our sincere condolences to ***** and her family.
Mazuma Credit UnionInitial Complaint
Date:03/20/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Mazuma keeps calling me a "she" while I am a man. They were notified a family member has melanoma cancer and that I would not be in the state, but are trying to use sherrifs and law enforcement to harass my family knowing I am not there. they failed to update my address. I have disputed a debt and they ignore my communications so I am asking a 3rd party to send this for proof.Business Response
Date: 03/21/2025
Thank you for bringing this to our attention.
Our records indicate that we have not had any communication with *** ******* ***** since December 2023. Additionally, we have not received any disputes from him since that time. To assist in resolving the matter Mr. Curne has with us, we have engaged the law offices of ****** *** *****, reachable at ************. We encourage him to contact either us or the attorney directly.
Furthermore, our records confirm that the address used in this complaint matches the address of record for *** *****'s account.
If he wishes to submit a dispute, he may do so by mailing it to **** * ***** *** Overland Park, KS 66223, or through ****** *** *****.
Mazuma Credit Union
Customer Answer
Date: 03/25/2025
Complaint: ********
I am rejecting this response because: can you please notify your attorney the contract provision calls for arbitration and not filling in any court and that I ask you immediately create and desist attempting to breach the contract in any court and this bbb is my attempt to use a mediator to get you to comply with your own agreement
Sincerely,
Jarrell CurneBusiness Response
Date: 03/31/2025
We acknowledge receipt of *** *****’s notification regarding his loan. As this matter falls outside of the scope of the Better Business Bureau’s dispute resolution process, we have forwarded the notification to our attorneys for further handling.
*** ***** may contact our legal representatives directly at ************ should he require any additional information or wishes to discuss the matter further.
Mazuma Credit UnionInitial Complaint
Date:02/18/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
To Whom it may concern, In Dec 2023 I bought a Jeep Cherokee from Max Motors in Belton, I thought it was a BN as the salesman said, but it wasn’t. This car is valued at 25K now, The loan balance is over 50K, I feel this lending was not per compliance, and I feel that this can be resolved by myself volunatairly retunring the car. Please see picture below My wife and I over the past 4 years have endured a lot, please help us with this. She was diagnosed with S4 Cancer in 2021 They found over 15 tumors in my throat a month later, I have had 4 surgeries. I am sure you all can understand the costs we had, now I have to make a choice, and in order for us to start getting back to where we were before all this happened, I have to give this back. I am giving back the car, with no issues and voluntarily to your branch. Please call my cell if you have any questions and so I can mail you the keys. ************ This car will be dropped off at the **** * ***** *** Overland Park, KS 66223 Location on Friday 2/21/25 it will be there by the next morning. I will leave one of the keys in the overnight box. Thank you for consideringBusiness Response
Date: 02/24/2025
Thank you for providing this feedback from our member.
Our last communication with our member was in December, at that time he mentioned working mainly on commission and indicated the lower income as the primary reason for his current financial struggles. He also mentioned hi prior cancer diagnosis as a factor. He had questions about voluntary surrender but decided against surrendering the vehicle after discussing the process. He offered and he accepted a two-month exception extension at that time. Our notes show no concerns from the member during that conversation about the vehicle's value.
The vehicle had an MSRP of $39,630 and sold for $35,000 in October 2023. The member had a trade-in that was valued at $26,219 but had an outstanding loan balance of $41,200 leaving a balance of 14,981. Additionally, a service contract and GAP insurance were purchased for $5,260. He made a $1,000 down payment and paid $556 in fees, resulting in an original loan balance of $54,797.
We understand that the depreciation of a new vehicle can be frustrating. However, the original loan was established in good faith. The $14,981 rolled over from his previous loan significantly contributes to the difference between the current loan and the current vehicle's value. We will review this loan thoroughly to ensure it meets our standards and those of our dealers. We strive for accurate and consistent reporting and will continue to do so unless the review or other evidence suggests otherwise.
We were informed of the vehicle's surrender on Friday, February 20, 2025, and are working with our member to finalize the surrender process.
Business Response
Date: 03/07/2025
Our records indicate that we attempted to reach you by phone on February 19th and February 21st, leaving messages on both occasions. Subsequently, on February 22nd, we noticed your vehicle in our parking lot. On February 24th, our agent took possession of the vehicle, and we promptly sent the required letters to you regarding the surrender.
Also on February 24th, our Team Member, Mario had a conversation with you, during which he informed you that someone would follow up with you. Our Director of Loan Servicing has personally left additional messages for you on February 28th and again on March 6th to discuss the next steps and options available, but unfortunately, we have not received a response.
Based on the information we have received thus far we do not find sufficient grounds to support your claims of inappropriate action by the dealer. Furthermore, we have not received any additional information from you that would enable us to conduct a more thorough investigation.
However, we remain open and willing to discuss the possibility of redeeming the vehicle and exploring options for a loan modification. Your satisfaction is important to us, and we are committed to finding a mutually agreeable resolution.
We sincerely hope to find a resolution that is fair and satisfactory for all parties involved. Thank you for your attention to this matter, and we look forward to hearing from you soon.
Customer Answer
Date: 03/07/2025
Complaint: ********
I am rejecting this response because:I just need to see the terms in which you speak.
at this point I much rather just come to a settlement on the difference. I appreciate the willingness but I have already explained to folks what happened and I don’t want to have to do that again.
its causing me stress- I am losing sleep over it.
let me know the terms in which you speak and/or what we could do to settle the difference.
Sincerely,
****** ****Initial Complaint
Date:02/03/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
They are a scam. Refused to allow me to make a payment online. Then forced me to pay a $15 convenience fee over the phone to make a payment. Just a hustle, don't bank here.Business Response
Date: 02/04/2025
Thank you for bringing this to our attention. We appreciate the opportunity to address our member's concerns regarding this matter.
After reviewing the situation, we have confirmed that this was our member’s final payment which could not be processed online due to system constraints. We also recognize that the fee should have been waived by our team member during the transaction.
As a resolution, we have processed a full refund of the phone payment fee, which has been posted to the account.
Customer Answer
Date: 02/05/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
****** *******Initial Complaint
Date:11/22/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a 2024 Chevy Silverado from a dealership 3 months ago. The loan was through Mazuma Credit Union. I switched my Full coverage insurance from the truck I traded in to the 2024 the day of purchase. Mazuma has now been calling for 2 weeks stating the need my insurance info. I have emailed to them, which they have received but state there is an error. Will not accept it. They tacted on over $6,000 into my loan for their insurance and now state I am 33 days in default, and if not paid, it will ding my credit as late. I called them again today and FINALLY figured out the reason they wouldn't accept my insurance. They had entered the wrong VIN into their system. She acknowledged it was in their end. Here's the issue. She states, I still need to pay the extra insurance to "catch up" or else they are still sending it as a late payment and once the VIN is corrected on their end, they will accept the insurance that has the correct VIN on it and issue a refund. I do not think it is right that they make us pay almost 1,000 more then my 1,052 a month payment I am already paying monthly, for their mistakes. She said, it was my fault if it hits my credit because I choose not to pay the extra, when they stated they would refund after they fix it on their end(which will take another 7-10 days). How is this fair to a consumer that has done absolutely nothing wrong. I have paid my insurance and truck payment on time every month, only to have their mistake cost me. This is completely not right. They should not be allowed to do this when they even state, it is in their end and their mistake.Business Response
Date: 11/26/2024
Thank you for bringing the issue concerning insurance on your vehicle to our attention.
After thoroughly reviewing the matter, we have confirmed that an incorrect VIN was provided to us on paperwork from the car dealership. We have made the necessary changes to our system, verified that the lien has been filed on the correct VIN, and worked with our third-party vendor to update the insurance information.
The amount charged to the loan for insurance coverage has been refunded to the loan and we have verified that no past due payments were reported to the credit bureaus as a result of this situation. The loan now shows due for the normal November payment.
We apologize for this clerical error. If you have any further questions or concerns, please do not hesitate to contact us directly at ************.
Customer Answer
Date: 11/27/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******* **** *******Initial Complaint
Date:10/09/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Mazuma gave this alleged account to *** collect. The information reporting on the account is inaccurate. This debt is not even mine. I never resided at the address on this account nor have I had an account. I’ve asked for proof with my WET signature.Business Response
Date: 10/18/2024
Thank you for sharing this concern from our Member.
We have reached out to our Member to address her concerns; however, she has not returned any of the messages left at the number provided.
Our records indicate the account in question was opened online and account activity, such as direct deposits, and cash app transactions indicates this account was being used by the Member.
Since the account was opened online all disclosures were agreed to electronically and an electronic signature was captured. The email address used for this activity is the same email indicated in this complaint.
Initial Complaint
Date:06/18/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Mazuma Credit Union repossessed my car without any notification. As the lien holder, residing in the state of Kansas, they did not send me the required notification through the USPS letting me know I had 10 days to cure my default. Now that it’s summer I’m able to work two jobs to get the money together to get caught up. But now I’m going to have problems getting to my teaching job. want the opportunity to get caught up. I tried calling the collections person numerous times, I even set up times to call her, and she never once answered my phone call. I left her messages, I tried to make arrangements when I got behind but this company did not answer their phones. I want my car returned to me immediately and I want the opportunity to set up a payment schedule.Business Response
Date: 06/24/2024
Thank you for bringing this matter to our attention.
Our records indicate we have worked with our member on multiple occasions concerning her loan. We are confident that we have complied with all applicable laws and sent all required notifications to our member.
Our member reached out to us on June 21, 2024, through email. We responded to her email and included copies of the letters she referenced, as well as other required documentation.
We will continue to provide assistance where we can through this process.
Initial Complaint
Date:03/06/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Mazuma violated the Fair credit reporting act by reporting improper information to the credit bureau and when given proof of payment, they disregarded and said it’s already been filed ans they can’t helpBusiness Response
Date: 04/08/2024
Better Business Bureau
ID: ********
Date Filed: 3/5/2024.
April 8, 2024Thank you for sharing this concern from our Member, *********** **********.
Our records indicate that *** ************ loan was reported to the credit bureaus on March 1, 2024, for being 30-days delinquent. *** ****, our Director of Recovery, spoke to *** ********** on March 5, 2024, about this report and agreed to submit an adjustment to the credit bureaus, since there appeared to have been a communication issue concerning the dollar amount of his payment due to the addition of credit union placed insurance.
This adjustment was submitted on March 5, 2024, to all three credit bureaus and normally takes 5 business days to complete. Please let us know if there are any additional concerns.
Sincerely,
***** *******
VP Retail Delivery
Mazuma Credit Union
************Initial Complaint
Date:09/15/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On August 13, 2023 at 3:38 am, I stopped by this ATM at the Mazuma Credit Union drivethru (MIDTOWN location. **** **** ******y, Kansas City, MO 64130, Phone: ************, ATM #*******) to withdraw $400 in cash on my ****** debit card. The machine gave me a receipt and my card, but did not dispense any cash. On the receipt, it clearly states "Transaction Denied", but I received an immediate notification from ****** that the money had been debited from my account. I reported this immediately to ****** and they opened up an investigation. I also called Mazuma Credit Union to report the malfunction, but was told that since I'm not a member of their bank, there wasn't anything they could or would do for me. They suggested I contact ******, which I already did. Days later, ****** made a temporary $400 deposit, pending their investigation. Yesterday, I received an email from ****** telling me that Mazuma had logs of this failed transaction and they were satisfied with the verbal guarantee that the money was actually dispensed and the case is closed. I requested that the case be re-opened and that Mazuma needs to provide an ATM log AND video of the transaction, because I'm now out $400 from the ATM malfunction AND paying another $400 out of pocket for the malfunction. ****** re-opened the case, but closed it this morning, stating they were satisfied with the proof Mazuma provided, although I have seen no proof at all and I have this little ATM receipt saying "Transaction Denied" and my ****** log of the same transaction. This morning, I went to the Mazuma location and asked to speak with a manager. Not only was I denied access to a manager, but they also declined to produce or provide ATM logs or ATM video of this transaction. Please help!Business Response
Date: 09/27/2023
Better Business Bureau
ID: *******
Date Filed: September 15, 2023
September 27, 2023Thank you for sharing this concern from *** ********
I spoke to *** ******* on September 18, 2023, after reaching out to our ATM department concerning his dispute. We have a third party who manages our ATMs, so we reached out to them to look at *** ********* transaction. After additional research they determined that *** ********* transaction was declined, and the machine balanced over. They processed a refund back to the processor of the card that *** ******* used for the transaction. This was processed on September 26, 2023.
I contacted *** ******* again on September 26, 2023, to let him know to reach back out to his card issuer to see about getting the credit that was returned.
This issue should be resolved.
Please let me know if there are any other issues with this transaction.
Sincerely,
***** *******
VP of Retail Delivery
Mazuma Credit UnionBusiness Response
Date: 10/17/2023
I have been in contact with ******* since the original complaint was filed. Our ATM processor, ******* ***** issued a credit back to the issuing bank on September 25, 2023, for $400. ******* said the card was issued by ****** through ******* ****, so ******* **** will be the entity that will receive the credit. Once ******* **** receives the credit, they should process the credit back to Phillip's card with ******.
I have attached a file that shows the transaction in question. It shows the machine had a hardware error and also shows the transaction being rejected. This information may help ******* with settling this with ****** and ******* ****.
I talked to ******* on October 12, 2023. He indicated he still had not received the credit. I reached back out to ******* ***** and was told that it can take up to 30 days for a credit to show on the card issuers side. I informed ******* of this timeline on October 13, 2023. While speaking with Phillip, I set a follow-up call reminder for October 27, 2023, to check with him to see if the issue has been resolved, since this will put us past the 30 days since the credit was issued.
******* indicated in his follow-up to the BBB that he was happy with Mazuma's response, and his outstanding issue is with ******. He may need to open a BBB case directed at either ****** or Bancorp if he continues to have issues receiving the credit.
I will continue to work with ******* until there is a resolution to the issue.
Please let me know if there are any other issues with this transaction.
Customer Answer
Date: 10/22/2023
To Whom It May Concern-
This is just an update on this complaint. I am still waiting for ****** to respond with any updates, as well as the financial institutions involved from ******'s side of things. I have also filed a complaint with the **** (COMPLAINT ID: 231004-12171076, SUBMITTED ON 10/04/2023), to which ****** has responded that they have opened another investigation in this matter. ****** refused to provide mewith the evidence, cited by them to provide sufficient evidence to deny my case, given to them by Mazuma by verbal request, but advised me to mail the request to them, which I did via certified mail, but they have yet to sign for that letter OR provide the evidence to me.
As for Mazuma, the only person who even tried to help me with this situation is Ms. Solomon, who has been very helpful.
Initial Complaint
Date:08/25/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Mazuma has had trouble repeatedly with handling ACH deposit and withdrawal. I have been charged well over $400 in fees related to this issue over the past 2 years. Mazuma sees an ACH deposit come but still overdraft charge me. In the week of 8-21 I had enough deposits to cover ach Disbursements. Then Mazuma cherry picks the highest dollar amount to process and then punished on the 2 or three small ones. I have since diverted my Payroll direct deposit and wish nothing more to do with Mazuma. Mazuma is now predatory. You can close my account Immediately. I have been cheated for the last time. I would call but no one answers. As you can see from the attachment I had 216 going out and 220 coming in same dates as these deposits/withdrawal. Lost $56 due to this then closed the account with permanence.Business Response
Date: 08/28/2023
Mazuma Credit Union follows applicable rules and regulations when handling any ACH Debit or Credit transactions. The Credit Union processes ACH files multiple times a day and during this process Credit postings are processed before Debit postings.
Our member has incurred fees due to non-sufficient funds in his account when withdrawal transactions were presented.
The Credit Union has worked with this member in the past and refunded fees as a courtesy (totaling $168 in the last 12 months) when the member contacted us, while also each time educating him on how to keep his account positive and to ensure funds are available when transactions are presented for payment.
Additionally, the Credit Union references payment types, payment order of items and ACH and Wire Transfer information in our Terms and Conditions that are provided at account opening and are available online at ********** anytime.
Mazuma Credit Union has a variety of contact options available for our members (Member Care Center, Branches, Online) where we are available to discuss account questions. Our Member Care Center has a call back feature in place, so members do not have to wait on hold during high volume call times (call backs are received before close of business daily).
Per the member’s request we will close out the relationship and mail a check with the remaining account balance to the address on file.Customer Answer
Date: 08/29/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
Complaint: ********
I am rejecting this response because: It was said that the last time that I was charged fees in the same fashion. The week of 7-20-2023. There were enough deposit to cover the withdrawals, but still was charged multiple fees. I pulled my Payroll direct deposit because If Mazuma can not understand ACH the inference here would be that my Payday would be actually a day late (even though it is deposited). Mazuma would still charge me a bunch of fees even though I had Payroll ACH, again demonstrating that Mazuma with holds the paycheck. The Phone system did not have a callback feature for a 2 years after I opened the account. And to this day ANY time of day is apparently High call volume beginning from business open to business close. It is never less than 35 minutes on a very slow week, though mainly it is about 50 minutes to about 1.5 hours. In the 5 yrs of account this has not improved as you can see by the multiple google reviews relating to it. Other than that I am satisfied with the business response. Closing the Account.
Regards,
****** ******Business Response
Date: 08/30/2023
Thank you for sharing these additional concerns from our member.
After investigating the issue further and reviewing deposit and withdrawal history in detail for the week of 7-24-2023 as well as 8/21/2023 as mentioned by our member in his complaint, we have found the following information:
On Monday 7/24/2023 our member had $3.44 available in his account. Mazuma received an ACH Debit request for $74.99 in our first ACH file of the day for our member’s account. It was posted at that time, brought the account negative and a $28 fee was automatically assessed by the system for non-sufficient funds.
On Tuesday 7/25/2023 the account had no activity.
On Wednesday 7/26/2023 we received an ACH Debit request for $15.00 in our first ACH file of the day for our member’s account. It was posted at that time, brought the account further in the negative and a $28 fee was automatically assessed by the system for non-sufficient funds. We received an ACH Credit request for $125 for our member’s account in our afternoon ACH file which was posted at that time.
On Thursday 7/27/2023 we received an ACH Credit request for $465.42 in our morning file for our member’s account, and it was posted at that time.
On Monday 8/21/2023 our member had $158.07 available in his account.
On Tuesday 8/22/2023 we received an ACH Debit request for $99.75 in our first ACH file of the day for our member’s account. It was posted and brought the available balance to $58.32. The Member then had a bill payment withdrawal for $104.40 post to the account in the morning as well which brought the account negative, and a $28 fee was automatically assessed for non-sufficient funds. We received an ACH Credit request for $80 in our afternoon ACH file which was posted at that time and brought the account positive to $5.92.
The member then had a recurring Debit Card withdrawal for $12.06 process which brought the account negative again and a $28 non-sufficient funds fee was automatically assessed.
On Wednesday 8/23/2023 the Member had a bill payment withdrawal for $5.43 process on his account which brought the account further in the negative and a $28 fee was automatically assessed.
On Friday 8/25/2023 we received an ACH Debit request for $15.00 in our first file of the day. It was processed and a $28 non-sufficient funds fee was automatically assessed by the system.As mentioned in the previous response, Mazuma receives ACH files multiple times each day, they are processed when they are received and each time Credit transactions are processed before Debit transactions. Mazuma cannot control at what times files are sent by third parties but processes files as soon as they are received.
Mazuma has refunded $168 in fees for our member. Our Member Care Center Leader discussed how automatic payments can affect his account during a call with our member on 4/4/2023. He received direct contact information for our Member Care Center Leader in May and for the Director of Operations in March of this year both of which are happy to address any Member concerns as they arise.
We are sorry that our member feels that our service has not met his expectations and understand that at times getting through to our Member Care Center can be difficult due to the volume of calls. This was one of the reasons Mazuma introduced the call back feature in August of 2022. Additionally, our members have the option of visiting one of our branches or to contact us via online banking.
We have closed our member’s account as previously requested and hope that this response addresses our member’s concerns sufficiently.Sincerely,
****** ******
Director of Operations
Mazuma Credit Union
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